Enhancing user onboarding and building lasting relationships
Overview
Goal
Become users' top-of-wallet choice by offering flexible card options without compromising our financial model.
Understanding & Definition
We identified key concerns through user analytics and testing, focusing on pain points like product selection and ID verification. Feedback from new users helped us refine our onboarding approach.
Ideation & Creation
We developed the Just-In-Time Onboarding (JITO) system for rapid adaptability, launching an alpha version with a 10% rollout. Collaboration with the credit risk team ensured safe scaling.
Monitoring
We tracked metrics like conversion rates, secured card growth, product upgrades, and user engagement.
The details
The project
The Team
4 Designers (including 1 Lead)
2 Product Managers (including 1 Lead)
12 Developers (including 2 Leads)
Head of Design + VP of Credit Risk
Timeline
9 months for all products
6 months for credit
My Role
I led the product and design implementation, working closely with credit risk to minimize fraud and collaborating with customer support.
Leading insights
10.5%
Conversion
Med-High
Delinquency rate (60days)
Low
Fail to next product
1.5%
Users adding to a product
System Structure
We adopted a templated approach to product exploration, which feels unique to each product. Testing helped us understand the user journey and the critical information needed for each product.
Core Components
Each LEGO block is designed for success, ensuring that the UX for each page works cohesively, even though a single input differs from product selection.
This approach extends to our credit system, as well as money and investment products.
Credit Tree
BLAH BLAH BLAH
Outcomes
Guiding customers to the right credit product from the start builds a foundation of trust, satisfaction, and long-term engagement—essential for creating a strong, lasting relationship.
Up 15% conversion
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
Up 15% conversion
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
Up 15% conversion
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
Up 15% conversion
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.